During this course you will learn who customers are, what they want and how you can play your part in keeping your customers satisfied, whatever work you are engaged in.
ยท Identify your customers and recognise your position as suppliers.
ยท List the five rights of customers and apply them in your own work situation.
ยท Motivate people to keep the customer in focus.
ยท Enhance your performance so as to provide superior customer service.
ยท Analyse customer feedback against standards and take appropriate action to deal with complaint
This course is aimed at newly appointed Team leaders or supervisors or anybody wanting to develop a particular management skill
The course is broken down into the following units:
ยท Customers and their expectations
ยท Why are customers important?
ยท The benefits of customer focus
ยท Who are your customers?
ยท Internal and external customers
ยท What customers want
ยท The five rights of customers
ยท Keeping the customers in focus
ยท Management plans and decisions
ยท Happy staff
ยท Quality goals
ยท The climate or atmosphere
ยท Customer focus summary Improving service to your customers
ยท Communicating with the customer
ยท Communicating with external customers
ยท Communicating with internal customers
ยท Achieving superior customer services
ยท Customers are people
ยท Strengthening communication links & Encouraging
ยท Fostering a team approach
ยท Enhancing performance
ยท Setting and communicating objectives
ยท Setting and communicating standards
ยท Obtaining feedback
ยท Checklist for reviewing performance
ยท Customer complaints
What qualification is awarded upon completion?
Every successful student will be awarded the Level 1 Certificate in Customer Service.
How long will this course take to complete and do I have to complete within a certain time?
Students can register for this course at any time. Average completion time is approximately 30 hours overall, however you may take as long as you wish to complete. There is no time limit at all.
What is included in the price of my course?
ยท Official course enclosed in A4 folder.
ยท Blank CD for storing coursework.
ยท Plain A4 paper.
ยท Pen and pencil.
ยท Freepost Envelopes.
ยท Unlimited email support (Monday to Friday)
This course comes enclosed in a study bag enabling you to transport your course anywhere you wish. Giving you total flexibility.
What if I need to ask a question relating to my course?
All students can email student support with any questions they may have from Monday to Friday 9am - 9pm.
How is my Coursework assessed?
You will be required to submit your assignments via email or alternatively you can use the freepost envelopes supplied in your study pack. ( Freepost available to UK students only ). Once received it will be assessed by student support and a report issued on your progress with any relevant comments. Three grades can be achieved PASS, MERIT or DISTINCTION. All assignments can be re-submitted for regrading if necessary.
Will I be required to sit an exam?
This course is completed using continual assessment allowing us to closely monitor your progress. Therefore no examination is required.